"Can Do"statementusedFree!Exhibited the"Welcoming"element ofMIPIssued areplacementcredit cardAsked thecustomer aconnectionquestionExpressedEmpathyRecap whatassistance hasbeen providedat the end ofthe callRepresentativeasks customera connectionquestionExhibited the"Thankful"element ofMIPRepeatedthecustomer'sreason forcallingAuthenticationSuccessfullyCompleted/AcknowledgedMade apaymentUsed Step-Up toPerform aHigh-riskRequestFCRCompleted atask withouthaving to callanotherdepartmentDeescalatedupsetcustomerProvidedself-serviceoptions(OLB/MobileApp/ATM)"Can Do"statementusedFree!Exhibited the"Welcoming"element ofMIPIssued areplacementcredit cardAsked thecustomer aconnectionquestionExpressedEmpathyRecap whatassistance hasbeen providedat the end ofthe callRepresentativeasks customera connectionquestionExhibited the"Thankful"element ofMIPRepeatedthecustomer'sreason forcallingAuthenticationSuccessfullyCompleted/AcknowledgedMade apaymentUsed Step-Up toPerform aHigh-riskRequestFCRCompleted atask withouthaving to callanotherdepartmentDeescalatedupsetcustomerProvidedself-serviceoptions(OLB/MobileApp/ATM)

Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. "Can Do" statement used
  2. Free!
  3. Exhibited the "Welcoming" element of MIP
  4. Issued a replacement credit card
  5. Asked the customer a connection question
  6. Expressed Empathy
  7. Recap what assistance has been provided at the end of the call
  8. Representative asks customer a connection question
  9. Exhibited the "Thankful" element of MIP
  10. Repeated the customer's reason for calling
  11. Authentication Successfully Completed/ Acknowledged
  12. Made a payment
  13. Used Step-Up to Perform a High-risk Request
  14. FCR
  15. Completed a task without having to call another department
  16. Deescalated upset customer
  17. Provided self-service options (OLB/Mobile App/ATM)